Operations Manager

Our story Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward. It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work. To learn more about us, visit stradaglobal.com ROLE: The Operations Manager is responsible for engaging and coordinating the multiple client teams in all day to day service activities. The team managers and team specialists will report directly to you. You will overlook that the teams are properly resourced, trained and skilled to enabledeliverables to be met timely and accurately and using the agreed upon standards. You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues. You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the teams fit into the larger delivery picture. As the Operations Manager you are expected to display decision-making skills that support all company and service policies while maintaining a professional environment for all team managers and members. R ESPONSIBILITIES Supports the team managers and specialists enabling them to independently work from end to end, by monitoring, organizing and coordinating the resolution of any blocking issues Effectively overlook managing and monitoring ticket queues using the appropriate BI tools to ensure tickets are handled per the defined timelines, correct categorization, do not exceed expected thresholds and are processed per defined quality standards Coordinate the teams functioning, adhering to standards and best practices including SOC compliance Effectively monitor and track all client SLAs using the appropriate BI tools to ensure adherence to reporting calendar and standard processes; if SLA are not being met, root cause and action plan to be collected and followed-up Support and manage a Root Cause Analysis (RCA) when an issue occurs resulting in a client escalation ensuring that mitigating actions are implemented Serve as escalation point for service related issues Cooperate closely with Client Service Leaders within effective client management structure Support the detection of deviations from the contractually defined standard scope of service and calendar ensuring the Change Request process and the Defective Input process is followed Understand global standard processes as well as contractual scope of service for their teams Detect and solve possible inefficiencies in processes Support Specialist activities for specific accounts when the need arises Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate Support the recruitment, induction, onboarding, training, moves, contract changes and exiting processes, ensuring these standards and followed are properly tracked Ensure compliant use of all systems and Company properties Perform performance review for their team in collaboration with the Senior Operations Manager Ensure the team understands and follows the Defined Work Instructions (DWIs) and other process documentation. Monitor the periodic review of DWIs and ensure that DWIs are completed, stored as per standards, and up to date Manage schedule adherence, team productivity, capacity and utilization Ability to recognize and deal appropriately with sensitive and confidential information Support and adhere to all security compliance procedures while managing security incidents as per the defined process Support technical issue coordination and resolution Maintain a professional environment; correct behaviors and enforce the use of business etiquette Work in positive and flexible collaboration with the Senior Operation Manager Liaise and collaborate with other departments as appropriate , including QA, Service Readiness, AS, reception Manage team meetings and raise any issues immediately to Senior Operations Manager, as applicable Be up to date with all Strada announcements and communications Build good relationships with all lines of businesses where appropriate Participates in other projects and activities compatible with own skills as needed and assigned REQUIREMENTS Strong experience and expertise in HR data management, managing multiple teams and clients Previous experience with new Client implementation, Change Requests, data interfaces is strongly desirable Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint Flexibility to support a global and fast paced environment Attention to detail Excellent written and verbal skills Self-motivated and a willingness to learn Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures Essential 4-6 years relevant experience in an HR consulting, HR/Payroll Outsourcing or Corporate environment. HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred Fluent English both written and spoken allowing effective communication in professional environmen t Desirable BA/BS in a business-related field such as accounting, Human Resources or Business or equivalent combination of education & experience Experience managing teams and clients Benefits We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Our commitment to Diversity and Inclusion Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. Diversity Policy Statement Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans. Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. . #J-18808-Ljbffr